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Quia B. — Mid-Level Customer Support Specialist from Philippines

Quia B.

Mid-Level Customer Support Specialist

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Quia B. is a results-driven professional with over four years of experience in customer support, prominently serving global customers at Microsoft Xbox, Tracfone, and SafeLink Telecommunication. Recognized for their expertise in problem-solving and effective communication, Quia excels in account management, subscription renewals, and basic hardware troubleshooting. At Microsoft Xbox Cebu, they managed live chat inquiries with a remarkable average 1-minute response time and reduced case escalations significantly, developing valuable internal resources for their team. Previously, as a Tier 2 Customer Support specialist at Qualfon, Quia resolved complex technical issues, supporting enhancements in customer experience. Their involvement as the barangay youth task force secretary reflects a strong background in accurate documentation and collaborative communication. Quia is highly proficient with tools like Microsoft Teams, Slack, and Canva, showcasing their adaptability and commitment to fostering seamless customer interactions.

Experience

  • Microsoft Support for Xbox

    Microsoft Xbox Cebu · 2021 — 2025
    Handled daily live chat inquiries from customers, achieving an average response time of 1 minute. Completed regular cases within an average of 12 minutes. Managed escalated cases efficiently, reducing the average response time from 24 hours to 4 hours by triaging 100+ daily mail escalations, maintaining zero escalated cases weekly. Assisted new team members by managing up to two live chats simultaneously during peak seasons, reducing queue time. Created internal resources to enhance case resolution for teammates and developed an internal script library to assist agents with emotional escalations. Collaborated with the Team Manager to devise agent feedback sessions by analyzing common case trends.

  • Tier 2 Customer Support

    Qualfon Telecommunication Account · 2019 — 2020
    Addressed complex technical issues escalated from Tier 1 support, ensuring restoration of services while adhering to high-resolution standards. Managed intricate support cases by identifying root causes and formulating effective solutions aimed at enhancing customer experience and minimizing repeat contacts.

  • Barangay Banilad Youth Task Force Secretary

    Banilad Barangay Hall · 2014 — 2017
    Accurately documented minutes for barangay and municipality-wide youth council sessions, ensuring timely records of decisions and actions. Acted as the official secretary at municipality meetings, facilitating communication and documentation. Maintained organized meeting records, agendas, and administrative files for barangay leadership while coordinating interactions between barangay officials and municipal representatives to support youth programs and community initiatives.

Skills & Expertise

Customer SupportAccount ManagementCall CenterCRM ManagementInformation Security AnalystCustomer Service and Admin Support

Education

  • Completed Secondary Education
    University of Cebu Lapu-Lapu and Mandaue · — — 2018

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